Shipping policy

Thank you for choosing Custom Ladder Company. Every ladder we make is built in our workshop in Perth, Ontario, and we take the same care getting it to you as we do building it. This policy explains where we ship, how long orders take, what shipping costs, and what to do if something goes wrong in transit.

Where we ship

We ship within Canada. We do not currently ship to the United States or to any international destinations.

Order processing and production times

Processing times are counted in business days, Monday to Friday, excluding statutory holidays. Orders placed on a weekend or holiday begin processing on the next business day.

Custom ladders: built to order. A custom ladder typically takes about 3 weeks from design approval to shipping. Your quotation will include an estimated production time.
Ladder kits: typically 1 to 2 weeks before shipping.
Ladder hardware: we will confirm the expected ship date with your order.

If there is a delay with your order, we will contact you with an updated timeline.

Shipping costs

Custom ladders: shipping is included in your quotation.
Ladder kits: free ground shipping to most destinations in Canada. The cost of shipping is included in the kit price. If there is a problem shipping to your location, we will contact you before your order ships.
Ladder hardware: flat rate of $50 CAD per order.

Applicable taxes are calculated at checkout for online orders. Quotations for custom ladders include shipping and taxes. Because we ship within Canada only, there are no customs duties or import fees.

Shipping carriers

We ship with Canada Post. Larger items, such as full ladders, ship by freight, and the carrier will contact you to arrange a delivery time.

Local pickup

Pickup is available at our workshop in Perth, Ontario. Please contact us to arrange a pickup time. We do not offer local delivery.

Order confirmation and tracking

You will receive an order confirmation email after placing your order. When your order ships with Canada Post, we will send a shipping confirmation email with your tracking number so you can follow your delivery. Tracking is not included for freight shipments. The freight company will contact you directly to arrange delivery.

Shipping delays

Delivery times are estimates and are not guaranteed once your order is with the carrier. Weather, carrier delays, peak seasons and remote delivery locations can add time. If your order has not arrived within 5 business days of your shipping confirmation, please contact us and we will follow up with the carrier.

Shipping address

Please check that your shipping address is complete and correct before placing your order. If you notice an error, contact us as soon as possible. Once an order has shipped, we cannot change the delivery address. If an order is returned to us because of an incorrect address, the cost to reship it is your responsibility.

Damaged or lost shipments

Please inspect your order as soon as it arrives. If the packaging is visibly damaged, note the damage with the driver at the time of delivery where possible.

If your order arrives damaged or does not arrive, contact us within 2 days of delivery at customladdercompany@gmail.com. Please include your order number and clear photos of the item and its packaging. We will work with you and the carrier to resolve the issue with a replacement.

Order changes, cancellations and returns

For information on changing or cancelling an order, returns and refunds, please see our Return and Refund Policy.

Contact us

If you have any questions about shipping, we are happy to help.
Custom Ladder Company
15872 ON-7, Perth, ON K7H 0J2
Email: customladdercompany@gmail.com
Phone: (403) 604-6858